•Worked as a Scrum Master for a major UK/Europe based Telecom client and helped them in their transformation journey.• Deliverables included ServiceNow related enhancements and upgrades.• Simplifying customer journey considering Telecommunications forum standards and helping the employees cater to customers in an easier and vivid manner in terms of requests and incidents.• Delivering high quality feature releases in short sprints.• Taking care of Scrum ceremonies.• Tracking stories/tasks- build, review, test and getting them deployed in Dev, Test, Beta and PROD environments.• Presenting Demo to the customers on completion of Sprint.• Updating status of records/sprints on JIRA and JIRA Align. Maintaining documentation on SharePoint.• Capacity Management for better resource utilization• Stakeholder management

Involved in project/service delivery for a platinum Banking client of Accenture to ensure that projects and services are delivered on time, within budget and to the customers’ expectations. Day to day work involves engaging in small single projects or components of larger projects within the bank that are multi-disciplinary or have multiple interfaces. Primary activities include gathering requirements from client, risk assessment, managing all change governance (Planning changes with Technical teams, Creating MCR/TCR using Service Now), updating and managing change tracking/progress and coordinating with resources to deliver project work within the agreed timelines. Other responsibilities include collating financials for month end billings and forecasting, ensuring that monthly timesheets and expenses are submitted accurately in SAP Fieldglass and updating Leadership slides for monthly calls. I have also been involved in creating SOWCs and zero cost extensions for the project. The Service Change Manager role provides me an added responsibility of reviewing Change quality (For TCRs/MCRs), managing Change Freeze periods and representing High priority changes in PCAB.Prior to current assignment, I was a part of Environment Change Management team and was responsible for providing Environment support for new projects. During this period I successfully implemented 2-way SSL between client servers and 3rd party vendors independently. Received a 'Delivery champion' award/certificate from the client within 6 months of joining Accenture.

Worked as a Server/Database administrator . As a part of this project we had to deliver a website which would bring the otherwise offline file-based 36 State departments online. We used Linux OS with MySQL for database management. All Data center activities including maintenance and backup were under my jurisdiction. Automated the process being used for the MySql DB backup and also changed the process to ensure that the backup was encrypted. Eliminated shellshock vulnerability.Created a Linux script that automatically creates/deploys war files. Worked on hardening the Linux servers. Later on I was asked to lead this project. Being a lead I took care of Project Management activities, Client interactions, resourcing, billings, reviewed weekly/monthly reports and prepared for audit.

Worked as an ‘Incident Manager’. Primary task was to take care of the Priority 1 and Priority 2 incidents ensuring SLAs and KPIs were taken care of. On the arrival of a high priority ticket I had to perform Impact Analysis and determine if the priority was valid. Also, all the bridge calls for the issue resolution was to be initiated by the incident manager. All communications to the client and relevant stakeholders was sent by the Incident Manager. Automated the communication process on the arrival of a high priority incident and also automated the housekeeping process for clearance of fake alerts. Worked on the recurring issues and had weekly calls with the Problem manager to learn problem management skills

Was responsible for Network/Infrastructure monitoring, reporting & issue resolution as a ‘Network Operation Centre (NOC)’ resource for XL group. The process was ITIL streamlined. I worked with tools like 'Service Now / CA service desk' for Incident/Request handling & raising change records, 'CA Spectrum' for monitoring of network devices, Placing devices in managed /unmanaged mode, 'Scrutinizer' for monitoring bandwidth utilization and 'CA Autosys' for Scheduling/Implementing batch jobs. Worked as a Windows server Administrator for basic issue resolution. NOC was the first point of contact for XL group for issue reporting/resolution. Worked on implementing/scheduling jobs on CA Autosys.